European Journal of Marketing. Cravens‚ D.W.‚ Holland‚ C.W.‚ Lamb‚ C.W. Jr and Moncrief‚ W.C. III (1988). “Marketing’s role in product and service quality”. Industrial Marketing Management. Vol. 17. pp. 285-384. Cody‚ K.‚ & Hope‚ B. (1999). “Ex-Servqual: an instrument to measure service quality of extranets”. Proceeding 10th Australasian Conference on Information Systems. Dean‚ A. and Terziovski‚ M. (2000). “Quality practices and customer/supplier management in Australian service organizations:
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to service quality and its measurement with respect to life insurance. The study is based on 380 policyholders from Virudhunagar District situated in South Tamilnadu. This article also examines the relationship between the demographic factors and SERVQUAL mean score. To determine the reliability of the attributes‚ the Cronbach’s Alpha is used to measure reliability of the dimensions reliability‚ responsiveness‚ assurance‚ empathy and tangibles. The giant public sector life insurance company in the
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GIRNE AMERICAN UNIVERSITY INSTITUTE OF SOCIAL AND APPLIED SCIENCES DEPARTMENT OF BUSINESS & ECONOMICS Master Research Proposal Improving Customer Service Quality in 4-5 Star Hotels in North Cyprus Student Name - Asif HUSSAIN Supervisor Prof. Dr. ERDAL TURKAN Email: asif_del04@yahoo.com Address:13‚Kucuk Medrese sokak Lefkosa 27-01-2011 1. Title: Improving customer service quality in 4-5 Star Hotels in North Cyprus 2. Background This research
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LEVEL OF CUSTOMER SATISFACTION ON DISABLED FACILITIES PROVIDED IN PRIVATE HOSPITAL 2.10.1 CUSTOMER SATISFACTION Yang (2003) outlines some methods of measuring device service quality from both the Customer’s perspective and management perspective. SERVQUAL is a model developed by Parasuraman in 1993 based on “gap model” which defines service quality as a function of gap between Customer’s expectation and the actual delivered. This method widely used by scholars and practitioners. The other method to
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provide prompt service. • Assurance: Knowledge and courtesy of employees and their ability to inspire trust and confidence. • Empathy: Caring‚ individualized attention the firm provides for its customers. These dimensions are the basis for the SERVQUAL method ‚which is a well known method for measuring the quality of service through accessing customer satisfaction. http://www.msm.lu.se/index.php?id=1330&wid=18&cHash=373e3069ea http://books.google.com
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Research‚ 17(March): 375-384. Cardozo‚ R.N. (1965). An experimental study of customer effort‚ expectation and satisfaction. Journal of Marketing Research‚ 2: 244-249. Carman‚ J.M. (1990). Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions. Journal of Retailing‚ 66(1): 33-55. Chi‚ C.G.-Q. & Qu‚ H. (2008). Examining the structural relationships of destination image‚ tourist satisfaction and destination loyalty: An integrated approach. Tourism Management‚ 29: 624-636. Choi
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Chapter I: Introduction 1.1 Company Background AirAsia Berhad‚ which is also known as AirAsia‚ is an airline company that provides air transportation service. The airline was established in 1993 and started operation 18 November 1996. A government-owned conglomerate DRB-Hicom originally founded it. They were having heavily indebted on December 2‚2001. An executive from company Tune Air Sdn‚ Tonny Fernandes‚ purchased it. The company’s headquarters is in Sepang‚ Selangor‚ Malaysia. After Tonny
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investigate the critical factors which help to determine the expectations that consumers have about the fast food industry and their perceptions of service quality from experience. Our intention was to replicate research in other industries using the SERVQUAL instrument (Parasuraman‚ et al.‚ 1988) to the fast food industry and extend the research by using multiple and longitudinal responses from participants about meals eaten at local establishments. We chose the limited service restaurants (fast food)
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2021 Nicosia Cyprus +357 99 611079 Leontios.philotheou@cytanet.com.cy Paper presented at the 2007 POMS College of Service Operations ABSTRACT In this paper‚ the results of a study using an adapted version of Parasuraman et al’s (1988) SERVQUAL questionnaire‚ administered in three‚ 4* hotels in Cyprus to samples of both guests and hotel staff‚ will be presented. The aims of the survey were to identify shortcomings in the service provided so that it might be improved; identify discrepancies
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Mercer‚ D.‚ (1996) Marketing. 2nd ed. Oxford: Blackwell. P 311 Palmer‚ A Parasuraman‚ A.‚ et al. (1985) A conceptual model of service quality and its implications for future research‚ Journal of Marketing‚ 4(4)‚ p41-50. Parasuraman‚ A.‚ et al. (1988) SERVQUAL: a multiple-item scale for measuring customer perceptions of service quality‚ Journal of Retailing‚ 64(1): p12-40 Pugh‚ S
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